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DOMESTIC DELIVERY INFORMATION


When can I expect my product to arrive?

Balsam Hill wants you to receive your products as soon as possible. In many cases, products will arrive within 5 business days for metropolitan areas and 7-8 business days for other areas.

We guarantee delivery before Christmas based on the following order timeline:

Sydney, Brisbane, and Melbourne metro areas: order by midnight on 16 December 2019

Other areas: order by midnight on 12 December 2019

Other areas (excluding WA 6, 7, 8, 9): order by midnight on 12 December 2019

WA 6, 7, 8, and 9 (Western Australia, Tasmania, and Northern Territory): please contact our customer service team after 12 December 2019 to ensure prompt delivery before Christmas

All orders placed after 16 December 2019 will not arrive by Christmas.


When Will My Order Ship?

Please note that due to certain public holidays and warehouse closures in Australia, below are days during which our warehouse in Australia will not be delivering:

Saturday, December 22, 2018 through Tuesday, January 1, 2019

Sunday, January 27, 2019

Wednesday, April 10, 2019

Saturday, April 13, 2019

Saturday, June 8, 2019

Saturday, October 5, 2019

Monday, December 23, 2019

Tuesday, December 24, 2019

Wednesday, December 25, 2019

Saturday, December 28, 2019


WHAT DELIVERY OPTIONS DO I HAVE?

Currently, Balsam Hill offers free delivery on all orders within Australia.


Delivery To PO Boxes

We currently are unable to deliver to PO boxes. Please supply a physical mailing address when filling out your delivery information.

What Are My Delivery Charges?

Delivery is free.


Can I Delay My Shipment To A Certain Date?

We do not offer a delayed delivery option at this time.


My Package Was Damaged Or Lost During Shipment.

If you have not received your package after the date that Australia Post or StarTrack estimated the package to be delivered, please contact us. If there is a tracking number that shows the package in transit, but not moving after a certain date, we will follow up with Mainfreight and will provide you with an update within 24 business hours.

If your tracking number shows that your package was delivered, but you did not receive it, please contact us. If your order contained more than one box, we will need to get the tracking numbers of the boxes that were received. We will work with Australia Post or StarTrack and get back to you with a solution within 24 business hours.


MY ORDER NEVER ARRIVED.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.


An Item Is Missing From My Shipment.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.


My Product Is Missing Parts.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.


I Received The Wrong Product.

If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.